Product Adoption Specialist

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The Product Adoption Specialist is the customer-facing role, responsible for driving value and adoption of our cutting-edge product portfolio. This hybrid role ensures a seamless transition from sale and/or implementation to activation, leveraging deep product knowledge (including AI models and prompt engineering) with exceptional coaching skills. The primary goal is to drive customer engagement, increase product stickiness, and act as a critical retention layer by guiding customers to achieve measurable business outcomes with our AI capabilities. 

KEY RESPONSIBILITIES

• AI onboarding support: Deliver clear, practical onboarding sessions that help customers understand the core AI features and begin using them in their daily work.

 

• Product knowledge: Maintain a solid, working understanding of our AI products, including key features, common limitations, and typical customer use cases.

 

• Customer follow-ups: Check in with customers after onboarding to answer questions, help with basic workflow setup, and confirm they are getting initial value from the AI tools.

 

• Educational content creation: Produce straightforward user-facing materials such as short guides, tutorials and examples that help customers understand how to use AI features effectively.

• Usage support: Monitor usage indicators and reach out to customers showing early signs of low engagement to offer help or clarify how to use specific capabilities.

 

• Customer feedback collection: Capture recurring questions, issues, and enhancement requests from customers and share them with the Product team in a clear, organized way.

 

• Relationship building: Build positive working relationships with customer contacts by being responsive, reliable, and helpful in guiding them through routine AI usage. 

• Internal enablement assistance: Support internal teams by explaining new features and sharing practical examples of how customers are using the AI tools. 

• Feature testing participation: Help test new AI features by trying them in typical customer scenarios and sharing observations and basic feedback. 

• Customer event participation: Assist with workshops, webinars, or training sessions as a knowledgeable contributor representing the AI product area

KNOWLEDGE, SKILLS & EXPERIENCE

Experience 

• 4+ years in customer-facing roles such as Customer Success, Product Support, Training, Implementation, or similar. 

• 2+ years working with SaaS products, preferably onboarding, enablement, or user adoption functions. 

• 1+ year working directly with AI-enabled tools or software platforms (e.g., using AI features, configuring workflows, or helping customers understand AI-assisted capabilities). 

Required Skills & Knowledge 

• Able to explain product features and workflows in clear, simple terms for a broad range of users. 

• Skilled at running training sessions, walkthroughs, or basic product demos. 

• Ability to learn AI product features, common limitations, and typical use cases, and to translate them into practical guidance. 

• Comfortable helping customers troubleshoot routine usage issues and identify straightforward ways to improve adoption. 

• Ability to produce basic how-to guides, short tutorials, and easy-to-follow examples. 

• Capable monitoring usage indicators, documenting customer interactions, and escalating issues when needed. 

• Able to build trust through reliability, responsiveness, and consistent follow-through. 

Desired Skills & Knowledge 

• Familiarity with AI concepts such as prompts, model behavior, or common AI application patterns (at a practical user level, not deep technical expertise). 

• Experience with SaaS analytics tools for tracking usage and adoption. 

• Exposure to instructional design or user-education best practices. 

• Experience participating in beta testing or gathering structured product feedback. 

• Ability to present in webinars, group training, or customer workshops.

Education

• Required: Bachelor’s degree in a related field (e.g., Business, Communications, Education, Finance, Information Systems) or equivalent practical experience. 

• Additional coursework or certification in AI literacy, customer success, instructional design, or product enablement. 

PERFORMANCE BASED SUCCESS CRITERIA

1-3 Months

• Build a deep understanding of the SaaS platform architecture, customer base, data flows, and business goals. 

• Become an expert on all Varicent AI Assistants functionalities 

• Establish a relationship map with your initial customer cohort.  

• Deliver your first solo customer onboarding that results in measurable activation. 

4-6 Months

• Drive measurable increases in AI feature adoption and engagement across your assigned accounts.  

• Implement a systematic VoC (Voice of the Customer) process to feed structured feedback directly to the AI Product team. 

• Develop and publish a complete AI Prompt Playbook for common customer use cases. 

• Drive measurable increases in platform engagement, adoption, or performance using data-driven insights. 

7 Months & beyond

• Influence broader product direction, sharing insights and frameworks that elevate the overall SaaS product discipline. 

• Drive platform innovation through experimentation, data insights, and customer feedback loops.